For everything Holiday Season you can check out our Holiday Period FAQs here.

Standard Delivery:

We offer FREE standard delivery on all orders above £75.00. For orders under this value, a delivery charge of £3.95 applies.

We aim to deliver in 1-3 working days.

Next Day Delivery:

£6.95 Next day delivery available If your order is placed before 12:00pm, Monday to Thursday, it will be packaged and dispatched by our warehouse team the same day.

REST OF WORLD DELIVERY:

Shipping fees may vary, estimated between £7.50 - £11.95 dependant on country.

Pricing and estimated delivery timeframe will be calculated in your local currency at the point of checkout.

Delivery may take 3-10 working days dependant on location.

All orders are tracked via our carriers, upon being received our carriers will provide you a tracking number which can be used for tracking your parcel. If you have not been provided with this information please use our online contact form and someone will aim to get back to you within 24 hours, Monday to Friday.

Once your order is prepared you'll receive a shipping confirmation, meaning your order is ready to be collected by the courier.

You will receive additional updates from the carrier, inclusive of tracking information, where you can follow the whereabouts of your order.

In rare cases, if you experience issues in receiving your order, we endeavour to work with both our customers and carriers alike to find a satisfactory resolution.

However, we must emphasize that claims of non-receipt or delivery beyond 12 working days cannot be accepted.

If you find that your order has not been delivered within this timeframe, please notify us immediately so that we can investigate the matter with the relevant carrier. Beyond this timeframe, we regret that we are unable to provide further assistance.

Unfortunately we cannot edit your order once placed. Your bank has authorized your transaction based on the initial information provided. If you need to change the details let us know and we will cancel the order so you can replace it with the correct details provided your order has not already been dispatched.

Sometimes, we ship from multiple locations, so if you've ordered more than one item, your delivery may arrive in separate parcels at different times.

If this is the case - you will receive tracking information in your shipping confirmation email for each parcel.

Simply visit our Returns Page to raise your return.

At this time we do not currently offer free returns outside of the UK.

Kindly note that all custom duties and taxes must be paid in advance. Orders with unpaid duties may be delayed or refused delivery.

To ensure your refund goes smoothly, please ensure that all returns meet the following criteria:

1. The items must be unworn.
2. The original packaging and labels must be intact.
   (Outer packaging is essential to protect the shoebox during transit)
   
3. Invoice placed inside the packaging with your refund or exchange request stated.
4. Returns must pass our quality control inspections.

Items not meeting these criteria will not be accepted for return. Thank you for your cooperation. Below is an illustration of accepted and non-accepted items.

EMBASSY LONDON

4-5 Sandpit Road, Ground Floor,
Dexter Business Centre,
Dartford, DA1 5BU,
United Kingdom

Exchanges can also be requested via our online returns page, simply select exchange as the reason for your return and add a comment with your request. We will always do our best to facilitate exchange requests; however, exchanges are subject to availability upon receipt of your return. If we find your exchange request is not available at the time of processing your order will default to a refund.

As returns can take 3-5 working days to arrive and up to 10 working days to process returns can take up to 15 working days in total to be dispatched, this can sometimes be longer during peak periods. If you require a faster turnaround, we recommend you place a second order and refund the original. 

If you have more than one purchase to return you can return under one label.

You can find your nearest drop of point directly on our carrier partners website following the link here.

We currently offer FREE returns to all UK-Mainland based customers.

If for any reason, you find the distance to a local drop off point is not convenient you are welcome to return by an alternative means, however, this is at your own cost and we cannot accept liability for nonreceipt of your order.

All returns within UK mainland are FREE of charge but please bear in mind they can take 3-5 working days to arrive and up to 10 working days to process.

For EU & Rest of World, it can take the shipping time plus an additional 5 working days for processing.

Although this can often be much sooner.

You can Amend or Cancel your order providing it has not already been dispatched. We cannot make changes or cancel once your order has been received by the carrier.

Please ensure you enter your correct shipping details when placing an order. It is up to you as the customer to ensure these details are correct. We cannot be held liable for failed deliveries due to incorrect information provided.

If you place an order with the wrong shipping address, please contact us immediately so we can cancel or amend it before it ships. 

If the item has already shipped, you can contact the carrier directly with the tracking number to see if a package intercept or redirection is possible. If the item is delivered to the wrong address, you are generally responsible, but you may be able to retrieve it by contacting the current occupants.

Simply find an item you like and:

● Select the correct size

● Proceed to the shopping basket

● Review Items

● Proceed to Checkout

We are committed to providing our customers with the best possible prices on a wide variety of products. However, we are unable to make price adjustments after a transaction has been completed. This means that if you purchase an item before it is reduced in price, you will not be able to receive a refund for the difference in price.

In order to take advantage of a price reduction, you will need to return the item you purchased at full price and repurchase it at the discounted price. Please note that returns can take 3-5 days to arrive and up to 10 working days to process. This means that there is a possibility that the item you are interested in may not be available in stock by the time your return is processed.

We apologize for any inconvenience this may cause, but we appreciate your understanding. We are committed to providing our customers with the best possible shopping experience.

We are obligated to carry out additional security checks on orders that are flagged by your bank. This is a standard procedure and may delay your order being dispatched. We cannot be held liable for these delays as this is a process of your banking provider to safeguard your personal information. If you have any concerns please use our online contact form and a member of our team will contact you within 24 hours.

Yes, it is possible that some of our products may have been tried in-store or been display models. We source our products from a variety of locations, including our high-street boutiques. As a result, there is always a chance that a product may have been handled or tried by another customer before you purchase it. Yes, it is possible that a product may have creases if it has been tried in-store or been a display model. Leather is a natural material and it is prone to creasing. However, creasing is not necessarily a sign of poor quality. In fact, many people believe that creases add character to a leather product.

At Embassy London, we believe in the perfect fit for every style. To make your shopping experience seamless, our comprehensive size guide is conveniently located on each product page. Whether you're eyeing the latest fashion or browsing our collection, you'll find accurate sizing information to help you choose the right fit.

Never worry about guessing your size again – simply navigate to the product you love, and the size guide will be right there, ready to assist you. We understand the importance of finding the perfect fit, and our size guide is designed to make your online shopping experience as effortless as possible.

Shop with confidence, explore our latest collections, and discover your ideal size with Embassy London.

Why not visit one of our stores to try on styles in person?

Store Locator

1. Lay down a piece of paper on the floor, ensuring it is large enough to fit the length of your foot

2. Stand on the paper with your weight distributed evenly

3. Trace the outline of your foot

4. Measure the length from the back of your heel to the tip of your longest toe

We recommend repeating this for each foot, as sometime sizes can vary between the two.

You can then refer to our size chart to understand which shoe size is recommended. Located on (top right) of each product page.

Trying on shoes is an essential part of the shoe-buying process. However, it's important to try on shoes in a way that doesn't soil them or damage them, as this could void your ability to return them if they don't fit or if you change your mind. Here are a few tips for trying on shoes without soiling them:

1. Always try on shoes indoors on a clean, smooth surface. Avoid trying on shoes on carpet, dirt, or gravel, as these surfaces can easily soil the shoes
   
   
2. Wear socks or stockings when trying on shoes. This will help to protect the shoes from your bare feet and make it easier to slip them on and off without scuffing them.
   
   
3. Sit down when trying on shoes. This will give you more stability and make it easier to put on and take off the shoes.
   
   
4. Use shoe trees or shoe horns when trying on shoes. This will help to protect the shoes from damage and make it easier to slide your feet into them.
   
   
5. Be careful not to bend or crease the shoes when trying on shoes. This could damage the shoes and make them unreturnable.
   
   
6. Inspect the shoes for any signs of wear or damage before you buy them. If you see any signs of damage, do not buy the shoes.
   
   
7. Keep the shoe boxes and any tags that come with the shoes. You will need these if you need to return the shoes.
   
   
8. Return the shoes immediately if you decide you don't want them. Do not wear them outside or scuff them up, as this will void your return policy.

By following these tips, you can try on shoes without soiling them and voiding your ability to return them.

Store Locator

Unfortunately, at current we are unable to accept online orders for either a refund or exchange in our stores. Please check our returns section for more information.

We cannot accept returns on purchases that do not include the original packaging.

Packaging is part of the product, so for a refund or exchange, your item would need to be unworn and in the original packaging.

Items purchased in store can be returned for a full refund or exchange at the original price within 28 days of purchase. Provided they are unworn and in the original packaging.

Kindly note, Items purchased during a sale are only eligible for an exchange, not a refund.

Store-bought items can be returned for free to any of our stores, or you may return them to our online store using your chosen shipping method. However, you will be responsible for the return shipping costs. Please note that we cannot be held responsible for items not received if you choose to return them using an alternative shipping method.

Unfortunately, we can not provide a refund or exchange if no proof of purchase is provided.

The reason we require a proof of purchase is to ensure that they have been purchased from one of our official Embassy London stores.

Anything purchased via an unauthorised retailer - the contract of purchase sits with them.

Additionally -we require to see the price that was originally paid at the time of purchase.

If you’re experiencing an issue with your product, please contact our Customer Care team using our contact form or by emailing customercare@embassylondon.co.uk. We’ll be happy to assist you.

Our products come with a 6-month warranty. You can find more details here.

Check out our product Care Guide.

At Embassy London, we are always looking to elevate our products in introducing new styles. That's not to say an item you're looking for won't make a return in future.

We are often bringing back products our customers love.

If a product is still featured on the website and is due to come back in stock, select the size you wish to purchase and simply click 'notify me when back in stock' to receive an email to be in the know once re-stocked.

Alternatively you can contact our customer care team at.

Customercare@embassylondon.co.uk

Additionally, If you've not already, you can also sign up to our newsletter, we often let customers know when styles have made a return.

The short answer is no. When you explore our online collection and notice a particular product is unavailable, it means that the item is not currently in stock across our entire business.

Our online and in-store experiences are seamlessly connected to enhance your shopping journey.

This connectivity ensures maximum availability and transparency for our valued customers.

In our commitment to offering you a unique selection, some of our products may be sourced directly from our physical stores. This means that these items might have been tried on, adding a personal touch to their journey to you. We see this as a positive aspect, creating a bridge between the online and in-store shopping experiences.

We understand that seeing a product labeled as "unavailable" may raise questions. Rest assured, we are transparent about our sourcing practices. If a product has been sourced from a store, we'll provide clear indications to ensure you're informed about its unique journey.

Look for special notes or symbols that highlight products sourced from our stores. These indicators will help you understand the origin of the item, giving you confidence in your purchase.

If you've not already, you can also sign up to our newsletter, we often let customers know when styles have made a return.

At Embassy London, we are committed to providing our customers with high-quality, sustainable products. We understand that there is a growing interest in vegan alternatives, and we are actively exploring ways to incorporate more vegan products into our line.

In the meantime, we want to assure our customers that our leather is ethically produced. We source our leather from tanneries that are certified by the Leather Working Group, an organization that promotes sustainable and ethical leather production practices.

We also take steps to reduce our environmental impact during the manufacturing process. For example, we use water-based dyes instead of solvent-based dyes, and we recycle as much waste as possible.

We understand that some of our customers may not be comfortable purchasing leather products, even if they are ethically produced. That is why we are working to develop a line of vegan alternatives. We are excited about the potential of vegan leather, and we believe that it can be a sustainable and stylish alternative to traditional leather.

We are committed to transparency and ethical practices, and we will continue to work to meet the needs of all of our customers.

How to Support Our Commitment to Vegan Alternatives

If you are interested in supporting our commitment to vegan alternatives, there are a few things you can do:

• Sign up for our email list to be the first to know when we launch new vegan products.
• Share your feedback with us. Let us know what types of vegan products you are interested in seeing from us.
• Support other brands that are committed to ethical and sustainable practices.

By taking these steps, you can help us to make a positive impact on the world.

Curious? Check out how all our products are lovingly handcrafted, Here.

Not to worry! We don't just sell shoes! we're here to help! use our online contact form specifying your name and email address associated with your account. We will then reset your password which you then update your password.

Thank you for choosing Embassy London for your shopping needs. To make the most of your gift card, follow these simple steps:

1. Select Your Items: Browse through our products and add your desired items to the shopping cart.
2. Proceed to Checkout: Once you've completed your selection, click on the shopping cart icon and proceed to checkout.
3. Enter Shipping Information: Fill in the necessary shipping details to ensure your items reach you promptly.
4. Apply Gift Card Code: In the checkout process, you'll find a section labeled "Discount Code or Gift Card." Enter the 16-digit alpha-numeric sequence from the back of your gift card into this box.
5. Type Carefully and Remove Hyphens: It's crucial to type the code accurately. Remove any hyphens to maintain a consistent 16-digit sequence. This ensures a seamless redemption process.
6. Click Apply: After entering the code, click on the "Apply" button. The system will validate your gift card, and the corresponding value will be deducted from your order total.
7. Review and Confirm: Double-check your order summary to confirm that the gift card amount has been applied. If everything looks good, proceed to confirm your order.

Example: If your gift card code is: ABCD-EFGH-IJKL-MNOP, enter it as ABCDEFGHIJKLMNOP during the checkout process.

Gift Cards are valid for a total of 12 months from the date of purchase. You may apply a gift card to any product on our website apart from shipping charges. If the value of your gift card does not exceed the total, the remaining balance will need to be settled at the checkout. If your gift card does exceed the total balance the remaining monetary value cannot be refunded or exchanged.

Purchase a Gift Card.

Unfortunately, only one code can be applied at the checkout at any one time. You may not use a 10% welcome code in conjunction with another active code. This is also applicable to Promo codes and Gift Vouchers.

Our Customer care team is here to help.Monday to Friday, 9am to 5pm.Please note, we aim to respond to all queries within 24 hours, excluding weekends. This may vary during busier periods.

There are a few reasons why we currently only offer email-only customer service and do not take calls directly:

Email is more efficient. We can respond to email inquiries more quickly and efficiently than we can answer phone calls. This is because we can multitask and respond to multiple emails at the same time, while we can only handle one phone call at a time.

Email allows us to provide more detailed and comprehensive responses. When we respond to an email inquiry, we have more time to research the customer's issue and provide a thorough and informative response. This is not always possible when answering a phone call, as we may be limited by time or by the amount of information we can share verbally.

We understand that some customers may prefer to speak to a customer service representative directly. However, we believe that email is the best way for us to provide efficient, scalable, accessible, and comprehensive customer service.